SHARNELL COCHRAN
EL MIRAGE
Summary
Customer service expert with 12 years of experience in enhancing client satisfaction and retention across diverse industries. Adept at problem-solving and critical thinking, driving sales support initiatives, and improving service delivery through strategic collaboration. Proven track record in streamlining processes and fostering a knowledgeable team, contributing to business growth and operational excellence.
Hardworking professional with proven relationship-building and time management skills in fast-paced restaurant environments. Successful at handling tables of all sizes with accuracy and impeccable service skills. Strives to meet customer needs, drive satisfaction and promote long-term loyalty.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Server /Restaurant Hostess
Mesa Drummer Bar & Grill
Mesa
02.2025 - Current
- Delivered exceptional customer service in fast-paced dining environment.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Managed table assignments and organized seating for efficient service flow.
- Greeted guests warmly and ensured a welcoming atmosphere.
- Managed reservations and seating arrangements efficiently.
- Maintained cleanliness of lobby area, including wiping down tables and chairs.
- Delivered drinks and food promptly to tables during busy events.
- Monitored guest needs to enhance overall experience during events.
- Handled cash transactions accurately and efficiently at the end of shifts.
- Processed credit card transactions using POS system accurately entering sales into register system.
- Removed empty bottles and glasses from tables after each course was served.
- Restocked bar supplies such as ice, garnishes, napkins, straws during shift changes.
SR. SALES SUPPORT REPRESENTATIVE
Cox Communications
Phoenix
11.2021 - 06.2025
- Support agents in pricing, boosting sales and customer satisfaction.
- Advise on policies, ensuring compliance and smooth operations.
- Resolve system issues, reducing downtime and enhancing productivity.
- Streamlined support processes for agents, resolving system issues quickly and significantly reducing resolution times.
- Analyzed customer feedback to identify service gaps, leading to targeted improvements that strengthened client satisfaction.
- Provided ongoing assistance to agents regarding policies and procedures, fostering a knowledgeable and confident sales team.
- Participated in cross-department projects to anticipate business needs, contributing to strategic initiatives that drove future growth.
RETENTION REPRESENTATIVE
Cox Communications
Phoenix
10.2019 - 10.2021
- Resolved customer issues, boosting satisfaction and retention.
- Increased revenue by customizing service packages based on feedback.
- Collaborated with teams to enhance service offerings and upsell potential.
- Analyzed customer needs to improve service delivery and retention.
- Enhanced upsell conversions through tailored service solutions.
OUTBOUND CUSTOMER SUPPORT/ RECOVERY REPRESENTATIVE
International Cruise & Excursions
Scottsdale
01.2013 - 04.2019
- Resolved member inquiries on travel benefits, boosting satisfaction and retention.
- Conducted outbound calls to update overdue accounts, improving payment compliance.
- Clarified travel package details, enhancing member understanding and engagement.
Education
ACCOUNTING -
Rio Salado Community College
Phoenix, US 04.2013 - 12.2013
ACCOUNTING -
South Mountain Community College
Phoenix, US 05.2011 - 12.2011
ACCOUNTING -
Estrella Community College
Phoenix, US 05.2010 - 12.2010
ACCOUNTING -
Glendale Community College
Phoenix, US 05.2009 - 12.2009
ACCOUNTING -
Northern Illinois University
DeKalb, IL 05.2007 - 05.2009
Skills
- Communication
- Problem solving
- Time management
- Decision making
- Adaptability
- Critical thinking
- Food and beverage knowledge
- Cash handling
- POS system operation
- Table management
- Team collaboration
- Attention to detail
- Menu item recommendation
- Table bussing
Accomplishments
- Support agents in pricing, boosting sales and customer satisfaction.
- Advise on policies, ensuring compliance and smooth operations.
- Resolve system issues, reducing downtime and enhancing productivity.
- Streamlined support processes for agents, resolving system issues quickly and significantly reducing resolution times.
- Analyzed customer feedback to identify service gaps, leading to targeted improvements that strengthened client satisfaction.
- Provided ongoing assistance to agents regarding policies and procedures, fostering a knowledgeable and confident sales team.
- Participated in cross-department projects to anticipate business needs, contributing to strategic initiatives that drove future growth.
- Resolved customer issues, boosting satisfaction and retention.
- Increased revenue by customizing service packages based on feedback.
- Collaborated with teams to enhance service offerings and upsell potential.
- Analyzed customer needs to improve service delivery and retention.
- Enhanced upsell conversions through tailored service solutions.
- Resolved member inquiries on travel benefits, boosting satisfaction and retention.
- Conducted outbound calls to update overdue accounts, improving payment compliance.
- Clarified travel package details, enhancing member understanding and engagement.
Timeline
Server /Restaurant Hostess
Mesa Drummer Bar & Grill
02.2025 - Current
SR. SALES SUPPORT REPRESENTATIVE
Cox Communications
11.2021 - 06.2025
RETENTION REPRESENTATIVE
Cox Communications
10.2019 - 10.2021
ACCOUNTING -
Rio Salado Community College
04.2013 - 12.2013
OUTBOUND CUSTOMER SUPPORT/ RECOVERY REPRESENTATIVE
International Cruise & Excursions
01.2013 - 04.2019
ACCOUNTING -
South Mountain Community College
05.2011 - 12.2011
ACCOUNTING -
Estrella Community College
05.2010 - 12.2010
ACCOUNTING -
Glendale Community College
05.2009 - 12.2009
ACCOUNTING -
Northern Illinois University
05.2007 - 05.2009